2023-05-15 15:53:48
With the support of Microsoft solutions, the credit union system was able to implement a complete relationship interface with the member and enhance its operations
São Paulo, May 15, 2023 – Ailos, a system made up of 13 individual credit unions and a Central, developed a roadmap and accelerated its digital transformation through the adoption of Microsoft Dynamics 365. With the new Customer Experience platform, the cooperative system increased the efficiency of its CRM processes and managed to reformulate its relationship platform, integrating the service, marketing and sales in a single omnichannel system, which contributed to enhance the cooperative’s communication channels and journey.
Created in 2002, in Blumenau, Ailos has more than 1.5 million members – of these, more than 175 thousand are companies. Initially, the organization already used the Dynamics 365 tool for event management and in 2021 decided to expand the solution to other areas. As part of a strategic growth decision, at a time when it needed to gain scale and agility in offering products to members, it applied technology to CRM. “We needed a tool that would support our customer service, marketing and sales fronts, with a level of scalability that would support our growth. In addition, there was a need to use the data on the same platform, to optimize our entire service journey”, says Joana Barg, CRM manager.
With the support of Bizzap, a partner company responsible for digital CRM solutions, Ailos implemented a cloud ecosystem, integrating all relationship and commercial transaction systems in one place. For Joana, a differential was the possibility of creating journeys connected to the CRM and bringing several functionalities to the sales force concentrated in a single tool. “This process has optimized the time and efficiency of product journeys, which range from the moment the service is conceived to when it is offered. Thus, the steps that make up the sale of products such as insurance, personal loans and investments might be redesigned in a more assertive way,” she says.
The implementation of the system, which took place in just 3 months, included a training stage focused on individual cooperatives and, in this regard, Joana Barg reinforces that a great benefit in adopting the new solution was the usability of the tools, which, according to her, due to the fact that users were already familiar with the Microsoft 365 interface, it was possible to assimilate the functioning of the system built in Dynamics 365, with integration to the collaboration tool. With this, they began to discover functionalities in an organic way and with autonomy.
For Raphael Fernandez, Superintendent of Systems at Ailos, the practicality of Microsoft’s tools helped both in the training process of the teams and in the final delivery of the product. “The ease of navigating the platform was a decisive factor, as it allows us to enhance our offer of new products, bringing benefits to the member”, he explains. “The presence in a mobile app without the need to develop a specific application, as well as the fact that Dynamics 365 is integrated with Microsoft Teams, makes our experience complete”, adds Raphael.
Another benefit of the project is the Ominichannel module, which enables the recording of services and the integration between different channels. Interactions by telephone and chat, for example, can be accessed more quickly and on a single platform, which facilitates the process and brings benefits to the service, since it is possible to see, on a single screen, all the most relevant information regarding the member . The Customer Service and Sales modules also contributed to the quality of data management linked to service and sales operations, respectively.
In addition to Dynamics 365, Ailos used other Microsoft tools, such as Customer Voice and Power Platform for automation, and Power Virtual Agent, responsible for operationalizing the interaction bot. The entire restructuring resulted in benefits such as saving time when starting the system, improving the search engine, expanding the number of information available during the service, taking advantage of leadsthat is, potential consumers who are interested in products or services offered, and even engagement between teams.
For the next steps, the cooperative system intends to continue developing the solution and expand its reach, integrating other areas and needs beyond CRM. The focus is on more personalized offers, which allow you to follow the evolution of the relationship with your audiences.
“The Ailos case shows how the integration between digital solutions can bring positive results in several areas and contribute to business growth. The use of cloud solutions in a large and diverse ecosystem such as the organization’s is an extra element to guide the relationship operations with the member with data guidelines so that decision-making is more assertive.”, comments Andrea Cerqueira, Vice President of Corporate Sales for Customers and Startups at Microsoft Brazil.
About Microsoft
Microsoft (Nasdaq “MSFT” @microsoft) enables digital transformation in the era of the intelligent cloud and the intelligent edge. Microsoft’s mission is to empower every person and every organization on the planet to achieve more. The company has been in Brazil for 34 years and is one of the subsidiaries of Microsoft Corporation, founded in 1975, which is present in over 190 countries. From July 2021 to June 2022, the company invested more than US$ 15 million in donations and discounts for non-profit entities, impacting more than 2,000 institutions with software donations, purchase discounts and support for training projects. With the launch of the Microsoft For Startups Founders Hub, 443 new startups were approved, totaling 703 supported startups, which together have consumed USD 11,898,488.00 of Azure cloud credits.
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